Vintage 6B 3BA Home Pool Hot Tub & Basketball Net

Pool

The hot tub didn't work

Nothing. This host passed me off to a property manager who was barely responsive prior to our stay. I had to remind him to give me details to access the house. This was a red flag but I was trusting. When we arrived the house was FILTHY; the property manager Sebastian spoke to me on the phone and said he would send out a cleaning crew and waive the $250 cleaning fee. By dirty I mean, dirty bathrooms with hair in sink, no clean towels, used bandaid on couch, blood on bathroom walls, beds with linens from previous stay. I have pictures. We vacated the house; it was new years eve. I was with my large family including my 95 year old grandmother. I explained to Sebastian that we couldn't wait outside (in the cold) while a cleaning crew cleaned a 6 bedroom, 3 bath house. We wouldn't be able to cook our new years eve dinner. He agreed it wasn't an acceptable solution. He offered to get me another house to rent of similar size but then said there wasn't available, and told me he would contact booking to process my refund. I have a recording of this message. I contacted Ryan the host as well after we left the property and he never responded to me. He still isn't responding after many texts I've sent letting him know that Sebastian isn't managing this situation well. He has blocked my number on his phone. I contacted Sebastian about an 60-90 minutes after leaving the house and let him know that we left some expensive meat in the fridge (our new years eve dinner). I asked him what arrangements we should make to pick up the meat. He told me to go back to the house that there was a cleaning crew there. I said we were an hour away and that wasn't going to work. He never replied. I contacted him several times the following day asking about picking up the meat. He failed to respond. I finally said can we go pick up the meat from the house and use the same code. He said that was fine.

I contacted bookings.com customer service on 1/1/25 and explained the situation. The person that helped me said they would contact the house and process a refund. They also told me to contact the host and tell them to just reply yes to the email from bookings.com to process the refund. I got an email yesterday evening from bookings.com that said the host said I had accessed the property b/c I picked up the meat from the fridge. I am very unhappy with bookings.com customer service. Your company said my issues was resolved or to work it out with the host. The email had no phone number to contact you back and it was a NO REPLY email. You have no easy complaint process on your website. You have no information on what is an appropriate recourse when you have a host that is unethical and non-responsive. On 1/2, after attempting to reach Ryan and Sebastian (host and property manager) with no response, I contacted bookings.com again. after waiting for 10 minutes on hold, I got someone who listened to my whole story, said I'm sorry, and when I said, I don't want to take up anymore time from my family vacation on hold with bookings or attempting to contact Ryan and Sebastian, please just process my refund and work it out with the hosts, I was hung up on. As I type I am waiting on hold again with bookings.com to start the whole process over again.